Experience Investigators by 360Connext

JULY 17, 2024

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

Zonka Feedback

JULY 16, 2024

"It's all about listening to the customer and figuring out what they need. You can't just say, 'What do we want to sell?' You have to listen." But how? A question that we frequently get from customer experience leaders is how can they get a consolidated view and more analytical insights from the voice of the customers , especially when managing feedback across multiple locations and a large customer base.

Voice of Customer 52

Voice of Customer 2024 Feedback Customer Base 52

Thematic

JULY 15, 2024

As businesses become more digital, conversations now happen across chatbots, social media, emails and messaging apps. This creates a ton of valuable data. Conversational analytics uses this data to extract insights from conversations using AI methods such as natural language processing (NLP) and machine learning. Here, we'll explain how conversational analytics works, the benefits and how to implement it in your business to improve customer experiences and make informed decisions.

Net Promoter Score 62

Net Promoter Score Social Media Effort Score Call Center 62

West Monroe

JULY 16, 2024

In today’s rapidly evolving market, the traditional approach of intuition-based decision making is taking a backseat as methodologies grounded in real-world data take center stage. Leveraging data and analytics (especially on customer behavior) to inform product development has become more than a strategic advantage—it’s now a necessity.

Insights 52

Insights Customer Insights Hospitality Government 52

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.

Contact Center 177

Contact Center Customer Care Measurement Consumers 177

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!

Customer Care 158

Customer Care Customers Customer Satisfaction Customer Service 158

Totango

JULY 17, 2024

“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base.

Sales 97

Sales Metrics Customer Success Call Recording 97

Beyond Philosophy

JULY 18, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories.

ROI 78

ROI Customer Experience Customers Presentation 78

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Interactions

JULY 19, 2024

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement.

Insights 62

Insights Customer Experience Effort Score ROI 62

Optimove

JULY 16, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Knowing which customers are not a good fit is just as important for brands as knowing which customers are. This insight helps refine marketing strategies and optimize campaigns more effectively. Identifying and excluding low-value, costly customers allows brands to focus on those who drive long-term value, resulting in higher ROI and more efficient use of marketing resources.

Download 64

Download Customers ROI Demo 64

Helpware

JULY 18, 2024

Many things happened during these last six months, but what amazes us the most is the dramatic speed at which customer service trends are shifting. Clients opt for AI-driven platforms looking for immediate answers, but at the same time, they desire brands to carry out empathic and personalized interactions. There is also a plethora of other modern problem-solving methodologies out there and we think it is the perfect time to take a look at what customer support looks like in 2024.

2024 89

2024 Customer Service Customers Interaction 89

Beyond Philosophy

JULY 19, 2024

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.

Financial 88

Financial Insights Communication Employee Experience 88

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

BirdEye

JULY 15, 2024

To make your business succeed in today’s competitive digital marketplace, you need a solid grasp of managing your online reputation, engaging with social media, and optimizing local search results. Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

2024 59

2024 Social Media 2023 Events 59

Doing CX Right

JULY 15, 2024

How can you balance cost and value to create customer experiences that keep people returning for more? Read article for actionable CX strategies. The post Supersizing Customer Value or Illusions? Insights on McDonald’s $5 Bundled Meal appeared first on Doing CX Right.

Insights 59

Insights Article Customers Customer Experience 59

CSM Magazine

JULY 19, 2024

One powerful, yet often underutilized tool in the quest for understanding our customers is the Customer Advisory Board (CAB). But what exactly is a CAB, and does your business need one? Let’s explore. Understanding Customer Advisory Boards What is a Customer Advisory Board (CAB)? A Customer Advisory Board is a select group of customers who meet regularly with your company’s leadership to provide feedback on products, services, and overall strategy.

Innovation 52

Innovation Customer Relationships Customers Feedback 52

SurveySensum

JULY 17, 2024

Did you know that Verizon’s revenue amounted to 32.48 billion U.S. dollars in the first quarter of 2024, making it the largest telecommunications company in the US and the fourth-largest telecommunications company in the world by market cap? Creating such an impact cannot be with one-time users, it requires an army of loyal customers who are not only loyal to the brand but also are volunteer brand advocates.

NPS 52

NPS Wireless Loyalty Telecommunications 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Optimove

JULY 15, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Effective use of web inbox allows marketers to deliver personalized notifications directly to customers’ web and desktop inboxes, enhancing engagement and strengthening customer relationships. Key takeaways: Personalization at Scale: Web Inbox enables targeted messaging tailored to user behaviors and preferences.

Interaction 52

Interaction Multi-Channel Download Customer Journey 52

Braze

JULY 18, 2024

Curious about data automation? You’ve come to the right place. This comprehensive guide dives deep into how it relates to marketing and customer engagement. Learn what it is, where it stands today, how to implement it, and how it can benefit your business.

Marketing 59

Marketing Customer Engagement Engagement Customers 59

CSM Magazine

JULY 19, 2024

The potential of your contact center agents can significantly influence your business’s success. But how do you unlock this potential? In this article, we’ll explore practical strategies to empower your agents, enhance their performance, and ultimately drive customer loyalty. 1. Invest in Comprehensive Training Initial Training : From day one, provide thorough onboarding that covers not only the technical aspects of the job but also the company’s culture, values, and goals.

Magazine 52

Magazine Contact Center Workshop 2024 52

SurveySensum

JULY 16, 2024

Did you know that Google has more than 3 billion active users, accounting for about 91.54% of the global search engine market? And this huge loyal customer base helped Google achieve revenue of 305.6 billion dollars and helped Alphabet, Google’s parent company become the second largest internet company worldwide. Not just that, about 92.07% of internet users use Google as their primary search engine.

NPS 52

NPS Loyalty 2024 Demo 52

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Optimove

JULY 18, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Optimove’s iGaming Pulse aggregates anonymous sports betting player data from over 200 operators worldwide, providing daily benchmarks and trends throughout Euro 2024. Understanding these trends and behaviors is critical for operators as they prepare for future peak events.

Sports 64

Sports 2024 2023 Download 64

West Monroe

JULY 16, 2024

In today’s rapidly evolving market, the traditional approach of intuition-based decision making is taking a backseat as methodologies grounded in real-world data take center stage. Leveraging data and analytics (especially on customer behavior) to inform product development has become more than a strategic advantage—it’s now a necessity.

Insights 40

Insights Customer Insights Hospitality Government 40

CSM Magazine

JULY 15, 2024

In the courier world, customer service is a significant way to stand out from other companies. As people want fast and dependable deliveries more than ever before, their expectations of good service keep increasing. Here are some ways for the courier industry to improve its customer service: Implement Real-Time Tracking The most important thing to improve your courier service is real-time tracking.

Customer Service 52

Customer Service Customer Service Representative Transportation Loyalty Programs 52

SurveySensum

JULY 15, 2024

Huge castles, mouth-dropping rides, joyful cartoon characters, a grand parade, and a brightly lit evening of fireworks – all of it makes every moment at Disney World Parks worthwhile. But how do they manage to give such a wonderful experience every time? Well, they truly take care of customers’ needs by delivering what they expect. As their evocative tagline says: Where dreams come true.

NPS 52

NPS Customer Retention Net Promoter Score Insights 52

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center